Online Survey Quality Assurance Specialist I

Company Description

About m360 Research: m360 Research is a full-service market research agency specializing in the healthcare space. Our proprietary panels include over 1 million physicians across 75 specialties in addition to substantial communities of allied HCPs, and payers. Founded in 2004, with a strong provenance in technology and innovation, m360 is committed to high quality and actionable insights, underpinned by robust physician verification and ISO certification (9001, 20252, 27001). International fieldwork services are complemented by full service advanced analytics to power data-driven decision making.

About M3: m360 Research is a wholly owned subsidiary of M3, a Japanese global leader in the provision of ground-breaking and innovative technological and research solutions to the healthcare industry. The M3 Group operates in the US, Asia, and Europe with over 5.8 million physician members globally via its physician websites which include mdlinx.com, m3.com, research.m3.com, Doctors.net.uk, medigate.net, and medlive.cn. M3 Inc. is a publicly traded company on the Tokyo Stock Exchange (jp:2413, NIKKEI 225) with subsidiaries in major markets including the US, UK, Japan, South Korea, and China, and in 2020 was ranked in Forbes’ Global 2000 list. The M3 Group provides services to healthcare and the life science industry. In addition to market research, these services include medical education, ethical drug promotion, clinical development, job recruitment, and clinic appointment services. M3 has offices in Japan, UK, France, Germany, Brazil, Sweden, China, USA, and South Korea, as well as India.

Due to our continued growth, we are hiring for a Online Survey Quality Assurance Specialist at M360 Research, an M3 company.

Job Description

Position Title: QA Specialist 
Department: Quality Assurance I.
Reporting to: Team Lead, Quality Assurance
Experiences: Min 2 years of experience in a similar role
Shift: Night Shift (US EST time zone)

Business Unit Mission:

The QA Specialist is a client facing role that focuses on managing client expectations relevant to survey programming and ensures that programmed links match client materials.

A successful candidate has a strong understanding of questionnaire structures, skip logic, masking and link testing. They are well versed in market research.

Essential Duties and Responsibilities:

Including, but not limited to the following:

• 5%: - Review of client materials to confirm/adjust specs.
• 20%: - In-depth review of materials to ensure clarity, suggest improvements to protect the M3 panel and engage it in a correct way.
• 10%: - Direct client contact relevant to survey programming and quality assurance.
• 10%: - Coordination with other M3 internal teams to develop solutions for specific project requirements and/or challenges.
• 40%: - Link testing to ensure match to materials that results in correct data collection.
• 3%: - Ensuring materials are correctly and consistently updated through the programming phase.
• 10%: - Developing, tests, and implements new approaches and functions, both project-specific and general, improving and streamlining existing procedures.
• 2%: - Occasional vendor management.

Essential Job functions:

Including, but not limited to the following:

1. Maintain regular and punctual attendance
2. Work cooperatively with others
3. Comply with all company policies and procedures.

Outcomes:

• Quality check survey links for projects programmed by the M3 programming team
• Achieve min 98% quality on survey links delivered/produced (combined team score)
• Achieve min 98% on-time delivery of the initial survey links to clients (combined team score)
• Receive a minimum 6.2 CSAT score
• Adhere to quality control process between operations, programming, sales and the client

Competencies:

• Attention to detail – must be able to review and flag any errors or inconsistencies in survey links materials and programmed links
• Communication – must be able to effectively communicate across departments and teams – including but not limited to, clients, sales, project management, and programming
• Problem-solving – must be able to resolve issues, brainstorm, and problem-solve across teams.

Qualifications

Education and Training Required:

Bachelor’s degree or equivalency required

Additional Information

Knowledge, Skill, Ability:

• EXCEPTIONAL attention to detail, and commitment to the accuracy and integrity of information
• Unwavering approach to do it right the first time
• Expert understanding of the questionnaire structure
• Excellent at managing multiple projects and priorities
• Strong understanding of market research methods
• Propensity to quickly learn, and at times implement, new processes and applications
• Strong problem-solving skills, including an ability to think outside-the-box
• Exceptional ability to multi-task and balance multiple projects and priorities
• Ingenuity and the willingness to learn new techniques
• Excellent at establishing and managing relationships with clients, vendors, and coworkers
• Excellent skills in Microsoft Excel, Word, and Outlook
• Organized, self-motivated, and self-directed